Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Additional Information
Process Managed
Timeline
Generic

Pankaj Choudhary

Delhi,DL

Summary

Experienced Operations Professional with over 13 years of success in optimizing workflows and driving operational efficiency.Skilled in strategic planning, process improvement, and resource management. Recognized for reliability, adaptability, and effective leadership in high-pressure situations.

Overview

13
13
years of professional experience

Work History

Senior Operations Manager

Sky Gate Hospitality Pvt Ltd
01.2022 - Current


  • Spearheaded CRM and Contact Center transformation for a fast-growing premium delivery chain across India.
  • Managing the end-to-end Sales, Retention/Winback, Customer Engagement & Social media
  • Monitor and continuously improve process Metrics i.e. Sales, Customer Acquisition & Retention
  • Keeping direct coordination with the respective department to drive the smooth business
  • Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.

Operations Manager

AMS Comtel BPMS Pvt Ltd
12.2020 - 12.2021


  • Managing the Max Life insurance process (Lead Generation, Sales & SDPL VSRM)
  • Managing the end-to-end sales & Renewal Collection (Online & Offline)
  • Develop strategies for reducing attrition & Shrinkage and improving employee satisfaction
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

Assistant Manager

Live Digital Marketing Solution Private Ltd
01.2018 - 11.2020
  • Managing a span of 150 agents, 6 TLs for a Cluster Process
  • Monitor and continuously improve process Metrics (Collection, Retention & Sales)
  • Conduct root cause analysis & develop corrective action plan on missed metrics
  • Initiate new ideas, translate/implement best practices to enhance process improvements

Sr. Process Trainer

Vertex Customer Solution India Pvt Ltd
09.2015 - 12.2017

Process Trainer

Digicall
06.2014 - 09.2015

Customer Service Associate

Dishtv India Pvt. Ltd
01.2012 - 06.2014

Education

B.COM. -

Delhi University

Skills

  • End-to-End Contact Center & CRM Management
  • CX Strategy & Customer Lifecycle Optimization
  • F&B and HospitalityOperations
  • Aggregator & Partner Channel Management
  • SLA , CSAT , NPS , AHT & First Contact Resolution
  • Customer Engagement Framework
  • Customer Lifecycle Automation
  • Customer Retention Strategies
  • Marketing Automation Technique
  • Campaign Performance Analysis

Languages

English
Hindi

Personal Information


  • Date of Birth: 08/23/90
  • Nationality: Indian

Additional Information

2 years Experience in CRM & Ads Campaigns Management {Push/In-App/SMS/E-mail/Whatsapp} | CLM | Cloud Kitchen |

Process Managed

  • Biryani By Kilo & Mutiple Brands Cloud Kitchen Startup (Aggregators Sales & Winback Sales)
  • Max Life Insurance (Lead Generation, Sales, SDPL, Website to recruitment)
  • Edelweiss Tokio Life Insurance, Cars24, Healthians & Wellness Diagnosis (Sales & Insurance)
  • Jio Mart (Inbound & Outbound)
  • Vodafone Telecom (Retention & Collection)
  • Dish TV & Hathway (Inbound, Outbound & Collection

Timeline

Senior Operations Manager

Sky Gate Hospitality Pvt Ltd
01.2022 - Current

Operations Manager

AMS Comtel BPMS Pvt Ltd
12.2020 - 12.2021

Assistant Manager

Live Digital Marketing Solution Private Ltd
01.2018 - 11.2020

Sr. Process Trainer

Vertex Customer Solution India Pvt Ltd
09.2015 - 12.2017

Process Trainer

Digicall
06.2014 - 09.2015

Customer Service Associate

Dishtv India Pvt. Ltd
01.2012 - 06.2014

B.COM. -

Delhi University

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Pankaj Choudhary